CX Operations Manager...

Company Overview :

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit : www.didiglobal.com / news

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Team Overview :

A CX Ops Manager will be responsible for driving the market CX and Customer Services strategy, including data collection, market research, process design and performance improvement and continuous improvement initiatives. S / He collaborates closely with the regional team to prepare strategic plans and ensure alignment with global objectives. Additionally, will lead strategic projects for the market / region, focusing on enhancing customer experience and operational efficiency.

Role Responsibilities :

• Permanently engage with business stakeholders to both support business initiatives and share the voice of customer / customer insights
• Prepare voice of customer / experience reports to drive business improvement
• Lead efforts to analyze customer feedback and market trends to propose significant product / service improvements.
• Prepare compelling business cases to influence business stakeholders for customer experience improvement initiatives
• Carry out analysis of the impacts of new projects or features on customer service processes and the customer experience in general;
• Perform a deep dive into customer experience data (surveys, reviews, support tickets) to identify trends, pain points, and opportunities for improvement.
• Leads key cross-functional projects (Product, Marketing, Engineering, Frontline teams) to understand their needs translate insights into actionable recommendations, and drive impactful execution;
• Promote forums and rituals to foster a customer-centric culture;
• Lead continuous improvement projects and support business growth;
• Use various data sources and analytical tools to conduct in-depth root cause analysis of customer issues, enabling them to propose targeted improvements in products or services.
• Analyze market trends and competition activity to drive team strategies and CX improvements.

Role Qualifications :

EEO Statement :

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy / maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

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